Bus not showing up 2x , contact numbers dont work

Customer booked a ticket for the 8th and sat there at bus stop until 10 next morning no bus in site.

Customer tried to phone no numbers/ etc working.

*Nobody gave feedback to customer*

On 9th with a lot of struggle the customer got hold of city to city and they sent him a new ticket.

On the 10th the customer sat @ the bustop till 3 in the morning .

No bus / no feedback

Again struggle to get through to city to city on the 11th.

This is not acceptable @ all . This is a pensioner over age of 70 and siting in the cold etc are not healty.

On a other note what if something happend to the customer (rob / illness etc)

And what if the customer were suppose to be in hospital for procedure? And missed it?

Customer want a refund urgent and then i would like to know how u will be making up for this situastion?